Identifying barriers early for an improved path to recovery

Last updated on May 4, 2023
Our new MyJourney program supports workers on their return to health journey after a work-related illness or injury.

We’re rolling out a new tool in our underwritten workers' compensation teams that will improve the way we identify injured workers’ risk factors and help them on their path to recovery.

MyJourney is a risk screening tool for workers with a significant injury. It identifies potential barriers to their recovery at the early stages of the injury claims process.

The MyJourney program takes into account the physical, psychological, social, and environmental factors that contribute to a person’s wellbeing and provides a holistic assessment of their needs. It does this by identifying the biopsychosocial (BPS) risk factors associated with prolonged work loss or disability following a psychological or physical injury. A BPS approach considers all the factors that can influence the worker’s recovery – not just biological factors – and allows us to tailor a worker-centred approach to claims management.

BPS risk screening is already considered a best practice approach to injury management in line with Safe Work Australia’s National Return to Work Strategy 2020–2030.

Despite being in its early stages, the MyJourney program has already proved it can play a vital role in helping workers on their path to recovery.

The factors that affect how people recover from a work-related illness or injury are complex and varied. We recognise that identifying risk factors early, plus implementing tailored injury management and personalised claims support, can help achieve the best possible outcomes for workers as they recover from injury.

Jessica Fitzgerald, Manager, Injury Management at Allianz, and the project lead for the MyJourney program, says that the idea is for the program to set a benchmark for injury management in the personal injury sector.

“Our aim is to acknowledge workers as the whole people they are and take into account what else is happening for them that may impact their recovery from injury,” Jessica says.

“Ultimately, we want better return to work outcomes for both workers and their employers,” she says. "MyJourney ensures workers receive the right level of care and tailored interventions from early in the claim process. Facilitating workers on their return to work journeys offers employers the continuity they need by having workers remain within the workplace.”

We’ve partnered with occupational rehabilitation provider Rehab Management, which developed the MyJourney screening tool in collaboration with Griffith University. Allianz initially conducted a 12-month pilot study with Rehab Management in the Northern Territory. The pilot’s success paved the way for a staggered roll-out to our underwritten states and territories, where we both underwrite risk and manage claims. These include the Australian Capital Territory, Tasmania and Western Australia where the program was launched in August 2022, September 2022 and February 2023 respectively.

Jessica Fitzgerald headshot
Jessica Fitzgerald, Manager, Injury Management at Allianz

The MyJourney digital screening tool is a 12-question self-reported survey that takes less than 10 minutes to answer and can be completed on any type of mobile device. When a worker submits a workers' compensation claim to Allianz, a case manager will invite them to complete the survey.

The screening survey delivers an overall rating, which means individual responses to questions aren’t recorded. The case manager will triage claims into low-risk, high-risk or catastrophic segments based on the survey results. This allows the case manager to identify workers who may benefit from additional support, such as medical or rehabilitation services, that will assist with their recovery.

It isn’t compulsory to complete the survey, nor is it used in any way to decide claim liability or claim status. Rather, information is collected so we can provide the injured worker with the most appropriate and tailored service delivery.

Early outcomes from the pilot suggest MyJourney has helped to reduce the impact of biopsychosocial factors that may impact a customer’s recovery, increasing return to work rates and decreasing the average claim duration. By facilitating proactive case management, it is anticipated that MyJourney will also lead to a reduction of unnecessary litigation and claim costs by ensuring the most effective strategies and treatments are applied from the outset.

The purpose of MyJourney is to assist workers in their return to health journey by providing them with a holistic approach to injury management. Not only does it deliver a targeted and tailored intervention that focuses on workers’ individual needs, but it can also help reduce the impact of long-term work loss and the likelihood of further absence due to injury or illness.

The success of the MyJourney program thus far shows our commitment to innovate and deliver continuous improvement for our customers and their employees.

“The way we’re using the screening results and embedding them into our processes to inform intervention pathways is, I believe, a demonstration that we’re adopting a thorough and best-practice approach to injury management,” Jessica says.


This article has been prepared by Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL234708 (“Allianz”). In some cases, information has been provided to us by third parties and while that information is believed to be accurate and reliable, its accuracy is not guaranteed in any way. 

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